Joined originally working under a healthcare based campaign which had great support and leadership, and then moved to the billing and domestic credit department of an energy provider.
Whilst in the second campaign, my experience consisted of the following:
- Rigid KPIs and processes that didn't take into account real world circumstances. Including having sales quotas on what was essentially a customer support/complaints line, and an average call time KPI despite things like the systems required to access accounts taking a significant amount of time to load, and being legally required to read full T's and C's if the caller wanted to hear them.
- I felt pushed to take overtime while also being told by higher ups that remaining PTO had to be taken in a certain time frame else it would be lost (whilst also having all requests for PTO rejected?)
- Everything during working hours was timed, and if you took too long (from memory, 2+ minutes) on any one action you were called out in a department-wide forum. My team was also told we were allowed a maximum of 15 minutes total unpaid break time outside of lunch during the entire day. Bathroom breaks, water refills, blowing your nose, etc.
To summarise, my experience included a lot of disorganisation, miscommunication, and toxic culture. I would not go back unless there have been significant changes.
